Q: My HP printers will not print in color.

Hello tjdonahue,

I would like to test a couple of things on the printer, to either prove or disprove a hardware issue. I have included the following document for the HP 6122 'Color Images Print in Black and White' http://bit.ly/1hjOeIN. I have also included the document 'Printing Internal Tests'. for the HP 6122. Please follow the steps for Running a self-test. I know it is not the exact issue, but the steps in the document will still help. I have also included 'Troubleshooting Print Quality Issues' http://bit.ly/1dqBX6h, for the Envy 120.

Please let me know the outcome of these steps, as well please let me know if the test reports from the printers have color on them.

Thank you.

I work on behalf of HP.

Hi there Lisa

My printer's new. It's got the right cartridges in. Print quality diagnostic report comes out perfect. 

When I send a doc to print it shows the colours on the screen and even asks me if I'd like to check "black and white" which to me indicates "colour" is the default. But it never prints the colour. Just grey-shaded for colours. Any ideas what to do now?

I have a MacBook Pro with iOs 10.9.1.

thanks.

Hello Sarah24,

With the Print Quality Diagnostic Report printing out correctly, this shows that the printer is functioning as it should. Now from what you have described, it sounds as though your print settings are also correct. So to be able to narrow down exactly what is causing the issue, I do need to ask you a couple of questions.

1. What is the full product number of your printer? http://bit.ly/1bIlZUa
2. Does this happen in all programs, or just the one program?
3. Did you use the CD to install the software, or download it from the HP website?
4. Did you install the full featured software, or the basic software?

Looking forward to your answers.

Ah thanks Lisa.

1. HP Envy 120  CZ022B

2. All programmes.

3. Downloaded from website.

4. Can't remember but pretty sure I would have chosen 'full feature' given the choice.

Thanks again.

Hey Sarah24,

Thank you for the information. From this it sounds as though the issue is with the preference files for the printer are taking over. There are some long steps that need to be taken.

To start off, you will need to reset the printing system of the Mac. Now if you have more than one printer, you can skip this step. If you only have the one printer, I have included the document 'OS X Mavericks: Reset the printing system' http://bit.ly/1bS2qrh.

After this you will need to uninstall the software. Again if you have more than one HP printer installed, please just go with the normal uninstall. If you only have the one HP printer, to do a full uninstall of the software, please follow the steps below.

1. Open the HP folder in the Application folder
2. Open up the HP uninstaller
3. On the page that has you click the uninstall button. Hold Control, Option, and Command, then click uninstall. NOTE: if you have more than one HP printer just click uninstall, without holding down the three keys.
4. Follow through the rest of the uninstall

The next step needs to be done either way. This step is the verify and repair of the disk permissions. I have included the document 'Disk Utility 12.x: Repair disk permissions' http://bit.ly/1bjFnnP. After the repair of the permissions has been completed, please restart the Mac.

Once the restart has completed, you will need to reinstall the software. I have included the link to 'HP ENVY 120 e-All-in-One Printer Full Feature Software and Drivers - OS X 10.9 Mavericks' http://bit.ly/1emTqaj. Please make sure that you either choose recommended install, or all the extra features, such as scanning.

Now once you have the software successfully installed, please click on the Apple Icon, and then on Software Update. Please install all updates that are available to you.

Please let me know the outcome of the troubleshooting.

Thank you.

Hi Lisa

I really appreciate your help. I've fallen at the first fence

Well, second fence. I "reset the printing system: easily enough.

Then I went to look for the HP Uninstaller software and it's not there. I've searched. The only HP file I have is disk utility. It could certainly be user error that I didn't install the software correctly in the first place but I don't want to just go and get it again because clearly I DID install it because I've been printing, scanning and copying black and white documents OK.

Help! Again.

Thanks.

Sarah

Hi Sarah24,

The fence can be climbed over.

This what you can do. Download the software for the printer. I have included the link here for the 'HP ENVY 120 e-All-in-One Printer Full Feature Software and Drivers - OS X 10.9 Mavericks' http://bit.ly/1emTqaj. After the download has completed, please do install the software.

After the software is installed, try printing. This may just resolve the issue. If, the the same issue occures, then follow the steps for uninstalling the printer in my previous post.

Please let me know the outcome of the troubleshooting steps.

Hi Lisa

Well I just did it and I'm pretty sure I did exactly the same the first time but ... I have colour printing! Hurray!

Thank you very much for your patience, persistence and clarity.

Sarah